{"id":39153,"date":"2026-06-18T03:32:09","date_gmt":"2026-06-18T03:32:09","guid":{"rendered":"https:\/\/smartdev.com\/?post_type=glossary&#038;p=39153"},"modified":"2026-06-18T03:32:20","modified_gmt":"2026-06-18T03:32:20","slug":"glossary-net-promoter-score-nps","status":"publish","type":"glossary","link":"https:\/\/smartdev.com\/fr\/glossary-net-promoter-score-nps\/","title":{"rendered":"Net Promoter Score (NPS)"},"content":{"rendered":"<div style=\"        margin:0 0 32px 0;        padding:24px;        border:1px solid #D6E4FF;        border-radius:12px;        background:#F8FBFF;    \">\r\n\r\n        <div style=\"            font-size:14px;            font-weight:700;            color:#0B5FFF;            margin-bottom:8px;        \">\r\n            \ud83d\udcda AI Adoption & ITO Glossary\r\n        <\/div>\r\n\r\n        <div style=\"            font-size:16px;            line-height:1.6;            margin-bottom:16px;        \">\r\n            Explore 300+ AI, software engineering, cloud, data and IT outsourcing terms used by technology leaders and enterprise teams.\r\n        <\/div>\r\n\r\n        <a href=\"https:\/\/smartdev.com\/fr\/ai-adoption-ito-glossary\/\"\r\n           style=\"                display:inline-block;                background:#0B5FFF;                color:#FFFFFF;                padding:12px 20px;                border-radius:8px;                text-decoration:none;                font-weight:700;           \">\r\n           Browse 300+ Terms \u2192\r\n        <\/a>\r\n\r\n    <\/div>\n\t\t<div id=\"fws_6a356fe371078\"  data-column-margin=\"default\" data-midnight=\"dark\"  class=\"wpb_row vc_row-fluid vc_row\"  style=\"padding-top: 0px; padding-bottom: 0px; \"><div class=\"row-bg-wrap\" data-bg-animation=\"none\" data-bg-animation-delay=\"\" data-bg-overlay=\"false\"><div class=\"inner-wrap row-bg-layer\" ><div class=\"row-bg viewport-desktop\"  style=\"\"><\/div><\/div><\/div><div class=\"row_col_wrap_12 col span_12 dark left\">\n\t<div  class=\"vc_col-sm-12 wpb_column column_container vc_column_container col no-extra-padding inherit_tablet inherit_phone flex_gap_desktop_10px\"  data-padding-pos=\"all\" data-has-bg-color=\"false\" data-bg-color=\"\" data-bg-opacity=\"1\" data-animation=\"\" data-delay=\"0\" >\n\t\t<div class=\"vc_column-inner\" >\n\t\t\t<div class=\"wpb_wrapper\">\n\t\t\t\t\n<div class=\"wpb_text_column wpb_content_element\" >\n\t<h3><span class=\"ez-toc-section\" id=\"TLDR\"><\/span>TL;DR<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-39370\" src=\"https:\/\/smartdev.com\/wp-content\/uploads\/2026\/06\/1-36.png\" alt=\"\" width=\"1920\" height=\"1080\" srcset=\"https:\/\/smartdev.com\/wp-content\/uploads\/2026\/06\/1-36.png 1920w, https:\/\/smartdev.com\/wp-content\/uploads\/2026\/06\/1-36-300x169.png 300w, https:\/\/smartdev.com\/wp-content\/uploads\/2026\/06\/1-36-1024x576.png 1024w, https:\/\/smartdev.com\/wp-content\/uploads\/2026\/06\/1-36-768x432.png 768w, https:\/\/smartdev.com\/wp-content\/uploads\/2026\/06\/1-36-1536x864.png 1536w, https:\/\/smartdev.com\/wp-content\/uploads\/2026\/06\/1-36-18x10.png 18w\" sizes=\"auto, (max-width: 1920px) 100vw, 1920px\" \/><\/p>\n<ul>\n<li>Net Promoter Score (NPS) measures customer loyalty by asking how likely customers are to recommend your business to others, on a scale of 0 to 10.<\/li>\n<li>NPS ranges from -100 to +100, and scores above 30 are considered strong for enterprise B2B technology companies.<\/li>\n<li>Regular NPS tracking gives leadership an early warning system for customer dissatisfaction before it leads to churn.<\/li>\n<\/ul>\n<p>Net Promoter Score (NPS) has become one of the most widely used metrics in enterprise business because it condenses customer loyalty into a single, comparable number. For IT companies and outsourcing providers, where long-term client relationships are the foundation of recurring revenue, NPS is a direct signal of whether your service delivery is building or eroding trust.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"What_is_Net_Promoter_Score_NPS\"><\/span>What is Net Promoter Score (NPS)?<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-39371\" src=\"https:\/\/smartdev.com\/wp-content\/uploads\/2026\/06\/2-36.png\" alt=\"\" width=\"1920\" height=\"1080\" srcset=\"https:\/\/smartdev.com\/wp-content\/uploads\/2026\/06\/2-36.png 1920w, https:\/\/smartdev.com\/wp-content\/uploads\/2026\/06\/2-36-300x169.png 300w, https:\/\/smartdev.com\/wp-content\/uploads\/2026\/06\/2-36-1024x576.png 1024w, https:\/\/smartdev.com\/wp-content\/uploads\/2026\/06\/2-36-768x432.png 768w, https:\/\/smartdev.com\/wp-content\/uploads\/2026\/06\/2-36-1536x864.png 1536w, https:\/\/smartdev.com\/wp-content\/uploads\/2026\/06\/2-36-18x10.png 18w\" sizes=\"auto, (max-width: 1920px) 100vw, 1920px\" \/><\/p>\n<p>Net Promoter Score (NPS) is a customer loyalty metric that measures the likelihood of customers recommending your business to others, calculated by subtracting the percentage of detractors from the percentage of promoters based on responses to a single survey question.<\/p>\n<p>The survey asks one question: &#8220;On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?&#8221; Respondents are grouped into three categories. Promoters (scores 9 to 10) are loyal enthusiasts who actively refer others. Passives (scores 7 to 8) are satisfied but not enthusiastic enough to advocate. Detractors (scores 0 to 6) are unhappy customers who may warn others away.<\/p>\n<p>The NPS formula is simple: NPS = % Promoters minus % Detractors. The resulting score ranges from -100 (all detractors) to +100 (all promoters).<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Why_It_Matters_for_Businesses\"><\/span>Why It Matters for Businesses?<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-39372\" src=\"https:\/\/smartdev.com\/wp-content\/uploads\/2026\/06\/3-36.png\" alt=\"\" width=\"1920\" height=\"1080\" srcset=\"https:\/\/smartdev.com\/wp-content\/uploads\/2026\/06\/3-36.png 1920w, https:\/\/smartdev.com\/wp-content\/uploads\/2026\/06\/3-36-300x169.png 300w, https:\/\/smartdev.com\/wp-content\/uploads\/2026\/06\/3-36-1024x576.png 1024w, https:\/\/smartdev.com\/wp-content\/uploads\/2026\/06\/3-36-768x432.png 768w, https:\/\/smartdev.com\/wp-content\/uploads\/2026\/06\/3-36-1536x864.png 1536w, https:\/\/smartdev.com\/wp-content\/uploads\/2026\/06\/3-36-18x10.png 18w\" sizes=\"auto, (max-width: 1920px) 100vw, 1920px\" \/><\/p>\n<p>Revenue churn is one of the most costly problems a business can face, and by the time a customer cancels a contract, it is usually too late to fix the relationship. NPS gives businesses an earlier signal.<\/p>\n<ul>\n<li><strong>Increase<\/strong> retention by identifying at-risk accounts before dissatisfaction turns into churn.<\/li>\n<li><strong>Improve<\/strong> service quality by using feedback from detractors to pinpoint recurring pain points in your delivery process.<\/li>\n<li><strong>Reduce<\/strong> customer acquisition costs by cultivating promoters who refer new business organically.<\/li>\n<li><strong>Accelerate<\/strong> revenue growth by benchmarking NPS over time and correlating score improvements with retention and expansion metrics.<\/li>\n<\/ul>\n<p>For example, a managed IT services company that introduced quarterly NPS surveys discovered that clients with scores below 6 had an 80% churn rate within 12 months. By creating an intervention workflow for low-scoring accounts, they reduced churn in that segment by 35% in under a year.<\/p>\n<h3><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-39373\" src=\"https:\/\/smartdev.com\/wp-content\/uploads\/2026\/06\/4-30.png\" alt=\"\" width=\"1920\" height=\"1080\" srcset=\"https:\/\/smartdev.com\/wp-content\/uploads\/2026\/06\/4-30.png 1920w, https:\/\/smartdev.com\/wp-content\/uploads\/2026\/06\/4-30-300x169.png 300w, https:\/\/smartdev.com\/wp-content\/uploads\/2026\/06\/4-30-1024x576.png 1024w, https:\/\/smartdev.com\/wp-content\/uploads\/2026\/06\/4-30-768x432.png 768w, https:\/\/smartdev.com\/wp-content\/uploads\/2026\/06\/4-30-1536x864.png 1536w, https:\/\/smartdev.com\/wp-content\/uploads\/2026\/06\/4-30-18x10.png 18w\" sizes=\"auto, (max-width: 1920px) 100vw, 1920px\" \/><\/h3>\n<h3><span class=\"ez-toc-section\" id=\"How_Does_NPS_Work\"><\/span>How Does NPS Work?<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<ol>\n<li><strong>Send the Survey:<\/strong> Distribute the single-question NPS survey via email, in-app, or through your customer success platform. Timing matters: send it after a key milestone like a product launch, project delivery, or quarterly review.<\/li>\n<li><strong>Collect and Segment Responses:<\/strong> Categorize respondents as promoters, passives, or detractors. Follow up detractors with an open-text question asking what could be improved.<\/li>\n<li><strong>Calculate the Score:<\/strong> Apply the NPS formula. Track the score over time to identify trends rather than reacting to single data points.<\/li>\n<li><strong>Act on the Feedback:<\/strong> Route detractor feedback to account managers for immediate outreach. Use promoter insights to understand what is driving satisfaction and replicate it.<\/li>\n<li><strong>Close the Loop:<\/strong> Inform respondents of actions taken based on their feedback. This practice alone has been shown to improve subsequent NPS scores.<\/li>\n<\/ol>\n<p>The result is a continuous feedback loop that turns customer sentiment into actionable intelligence for the leadership team.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"How_Much_Does_NPS_Measurement_Cost\"><\/span>How Much Does NPS Measurement Cost?<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>NPS tools range from free basic plans (SurveyMonkey, Google Forms) to enterprise platforms like Medallia or Qualtrics, which run from $5,000 to $50,000+ per year depending on user count and features. Mid-market solutions such as Delighted or CustomerGauge typically cost $2,000 to $10,000 annually.<\/p>\n<p>Three factors that influence cost include the scale of your customer base (more contacts require higher tier plans), the depth of analytics required (basic NPS tracking is inexpensive; closed-loop case management and CRM integration add cost), and whether you need industry benchmarking data against competitors.<\/p>\n<p>Compared to the cost of losing a single enterprise client, even a premium NPS platform is a fraction of the churn prevention value it delivers.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Other_Related_Terms\"><\/span>Other Related Terms<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><strong>Customer Success Management:<\/strong> The function responsible for ensuring customers achieve their goals with your product or service, and the primary team that acts on NPS feedback to improve retention.<\/p>\n<p><strong>Key Performance Indicators (KPI):<\/strong> The broader set of business metrics within which NPS sits as one of the most important customer-facing indicators of account health.<\/p>\n<p><strong><a href=\"https:\/\/smartdev.com\/fr\/glossary\/glossary-escalation-management\/\">Escalation Management<\/a>:<\/strong> The process of addressing customer issues before they escalate to churn, which NPS detractor feedback often triggers as part of a structured intervention workflow.<\/p>\n<\/div>\n\n\n\n\n\t\t\t<\/div> \n\t\t<\/div>\n\t<\/div> \n<\/div><\/div>","protected":false},"excerpt":{"rendered":"<p>What is Net Promoter Score (NPS) and how businesses use it to measure 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